A more sophisticated way to reach Contact Centre Leaders
PAST INTERNATIONAL KEYNOTE
INTERNATIONAL KEYNOTE
SPEAKER
12
hours of networking
The Contact Centre Symposium
In today’s ever-changing environment, customer needs and expectations are dynamic. In order to remain competitive, we need to be supporting our customers in new ways, and creating a frictionless, intuitive and omnichannel customer support strategy is vital in being able to meet and exceed those customer expectations now and into the future. There is enormous opportunity to put the customer experience at the heart of what we do, and turn the contact centre from a transactional cost-centre to a value-add for both the organisation and the customer.
The inaugural Contact Centre Symposium, part of the renowned Customer 360 Symposium, will create an unrivalled opportunity for 100 of the region’s most influential contact centre and customer care leaders to explore and discuss the changing face and future of the contact centre.
Attendees at the Symposium are hand-picked to ensure the audience represents the most influential minds in the industry. Set in the beautiful Hunter Valley, far from the distractions of the office, attendees are given the rare opportunity to participate in a collaborative learning and networking environment that fosters peer-to-peer learning.
The conference programme, crafted by a highly influential advisory board of contact centre leaders, has been designed to inspire, and operating under Chatham House rules, the prestigious forum encourages participants to candidly discuss industry opportunities and challenges in shaping the future of customer care.
Click the ‘Apply for your place’ button to join the most senior delegation of Contact Centre executives to gather in ANZ. We look forward to welcoming you to the Contact Centre Symposium, part of the Customer 360 Symposium.
Details
Contact Centre Symposium 2023
WHERE
Crowne Plaza Hunter Valley
430 Wine Country Dr
Lovedale NSW 2325
WHEN
Tue 28 – Wed 29 March 2023
WHO:
Contact Centre Directors
Customer Service Director
Chief Customer Officers
Head of Outsourcing
Customer Experience Directors
Head of Call Centre
Operations Directors
Chief Operations Officers
Head of Contact Centre Technology
ATTEND:
International Keynote:
Olga Quiros
Director Global Customer Operations (Growth markets)
Expedia Group (US)
Building her career on a foundation of expertise in marketing, technological, and business leadership, Olga Quiros has contributed significantly to the development of commercial, customer experience, and online industries. In the span of 28 years, her career includes appointments for strategic and leading roles at Expedia, Telefonica, British Gypsum, Kering Group (Pinault-Printemps-Redoute), and others. Since 2013 Olga is part of Expedia Group.
In 2018, Olga transitioned from leading Expedia Group EMEA Supply Operations (B2B) to lead Global Customer Experience & Operations for Expedia Group. Based out of Singapore, her global team ensures that more than 12 million contacts are handled with World Class Service across channels.
She oversees all phases of Expedia Group’s Global Customer Experience and Service Operations responsibilities creating processes and policies that reduce contact center agents and customers’ effort.
In her free time, Olga enjoys travelling (family, friends, solo, ‘b-leisure’, ‘stay-cations’…. any trip will make it, since will help her discovering different cultures – ), yoga, long walks, hiking and being by the sea at sunset…
International Keynote:
Sandra De Zoysa
Group Chief Customer Officer
Dialog Axiata PLC (Sri Lanka)
Sandra is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Sandra is also a Director of Dialog Business Services. In addition to her role at Dialog, she is a founding member and the Vice Chair of SLASSCOM, the Knowledge and Innovation Chamber of Sri Lanka, a founding member and on the Board of Women’s Chamber for Digital Sri Lanka and Founding Member and Vice President of the Sri Lanka Institute of Service Management (SLISM).
With over 3 decades of experience in the ICT industry, she is the recipient of multiple global & local awards for women in management, leadership and for her exceptional contributions and achievements in the sphere of Telco and Digital customer experience management. Sandra is an avid keynote speaker, panelist and presenter and has spoken at over 150 global events representing Dialog. She is a certified CE professional from CXPA and an alumna of the Cranfield School of Management UK. She is also a Lean Six Sigma practitioner and a visiting lecturer at the University of Colombo School of Computing since 2009.
Contact Centre Symposium Advisory BoardDriving the Contact Centre agenda…
Olga Quiros
Expedia Group (US)
Director Global Customer Operations (Growth markets)
Claire Smith
Optus
Director of Capability and Enablement
Deanne Martin
SEEK
Head of Customer Experience & Service ANZ, National Advisory Board Member, ACXPA
Daniele Iezzi
Country Road Group
Former General Manager - Customer Service & Digital Transformation
Andrew Crawford
Oceania Cruises and Regent Seven Seas Cruises ·
Director - Contact Centres - Asia Pacific
Blair Redfern
Spaceship
Head of Customer Support
Jessica Rix
Australian Retirement Trust
Head of Member Services
Matthew Staniforth
NSW Health
Contact Center Manager
Here’s what you can expect
the
THE SYMPOSIUM
EXPERIENCE
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GATHERING
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The power of the symposium will be enhanced by the quality, energy and diversity of the people you meet, who will bring their ideas to the gathering while enriching our many conversations. Our way to ensure the quality of the experience is to handpick the most exciting and imaginative group of people and bring them together.
INTERESTED
IN ATTENDING?
We bring people and ideas together,
the connection just happens.
Contact
Tim Stuart-Harris
Commercial Director, Ashton Media
Ph: +61 402 567 117
timsh@ashtonmedia.com.au